Career Development

What Does a Call Center Quality Analyst Do?

Find out what a call center quality analyst does, how to get this job, and what it takes to succeed as a call center quality analyst.

Call center quality analysts are responsible for ensuring that the call centers they work in are providing high-quality customer service. They commonly perform this task by monitoring and evaluating the performance of call center agents, identifying areas where improvements can be made, and making recommendations to management on how to improve overall performance.

Call Center Quality Analyst Job Duties

A call center quality analyst typically has a wide range of responsibilities, which can include:

  • Monitoring customer satisfaction levels and identifying areas where improvements can be made
  • Analyzing customer service performance by conducting surveys or focus groups with customers
  • Interpreting data to determine trends or patterns in customer behavior
  • Suggesting changes in call handling procedures to improve customer satisfaction levels
  • Identifying opportunities to improve internal processes using new technologies
  • Training new employees on policies, procedures, and products
  • Investigating customer complaints and resolving issues
  • Reviewing customer account information to identify areas where customers have problems or concerns
  • Providing information about products and services to customers who are interested in buying

Call Center Quality Analyst Salary & Outlook

Call center quality analysts’ salaries vary depending on their level of education, years of experience, and the company they work for. They may also earn additional compensation in the form of bonuses.

  • Median Annual Salary: $41,500 ($19.95/hour)
  • Top 10% Annual Salary: $70,500 ($33.89/hour)

The employment of call center quality analysts is expected to decline over the next decade.

Employment growth will be limited because many companies have already automated some of their customer service functions, such as data collection and processing. As a result, fewer workers will be needed to analyze quality issues in call centers.

Call Center Quality Analyst Job Requirements

A quality analyst for a call center typically needs the following:

Education: Entry-level call center quality analysts are typically required to have a high school diploma or GED certificate. Some employers may prefer candidates who have a bachelor’s degree in business, communications or another related field. Relevant coursework includes statistics, research methods, business writing and business ethics.

Training & Experience: Call center quality analysts typically receive on-the-job training. This training may last for a few weeks to a few months and may include shadowing a current call center quality analyst or a supervisor. The training may include learning the company’s policies and procedures, the software and technology they use and the processes they follow.

Call center quality analysts may also receive off-the-job training in the form of conferences and seminars. These conferences and seminars may help call center quality analysts learn about new technologies and best practices.

Certifications & Licenses: Certifications can prove an individual’s qualifications to current and prospective employers. Call center quality analysts can earn certifications to gain more practical knowledge of their responsibilities, test their professional skills and further advance their career.

Call Center Quality Analyst Skills

Call center quality analysts need the following skills in order to be successful:

Communication skills: Communication skills are necessary for call center quality analysts. You may be required to communicate with customers over the phone or through email, so it’s important to be able to convey information clearly. You may also be required to communicate with other employees, so it’s important to be able to work well with others.

Attention to detail: Attention to detail is a necessary skill for quality analysts, as they must be able to notice any errors in the data they’re analyzing. This can include noticing small changes in data over time or noticing if data is missing from a spreadsheet. Being able to notice these details can help you identify problems in the company’s data and help you create solutions that are more effective.

Problem-solving skills: Problem-solving skills are essential for call center quality analysts. They use these skills to find solutions to customer issues and complaints. They also use problem-solving skills to find ways to improve customer satisfaction and retention rates.

Computer and technology skills: As a quality analyst, you may be required to use computer programs to create reports, conduct research and analyze data. It’s important to have computer skills to be successful in this role. Quality analysts may also be required to use software to create quality control checklists, process improvement plans and other documents.

Customer service skills: Customer service skills are an essential part of a quality analyst’s job. You may be responsible for creating and implementing customer service training programs for call center employees, so it’s important to have a thorough understanding of the best practices for providing quality customer service. You may also be responsible for evaluating the quality of customer service provided by call center employees, so it’s important to know what to look for.

Call Center Quality Analyst Work Environment

The work environment for a call center quality analyst is usually in a call center. The job may require working long hours, including evenings and weekends. The job may also require working in a fast-paced environment with tight deadlines. The job may be stressful at times, and the analyst may need to deal with difficult customers.

Call Center Quality Analyst Trends

Here are three trends influencing how call center quality analysts work. Call center quality analysts will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for Better Customer Experience

The need for better customer experience is a trend that is being driven by the increasing competition in the marketplace. Companies are now realizing that they need to provide a better customer experience in order to stay competitive, and this is where call centers come into play.

Call center quality analysts can help ensure that call centers are providing a great customer experience by monitoring metrics such as customer satisfaction and retention. They can also work with call center managers to create a culture of excellence that focuses on customer service.

More Focus on Employee Engagement

Employee engagement is becoming an increasingly important focus for businesses, as it has been shown to have a significant impact on both productivity and profitability.

As call center quality analysts, you will be responsible for helping to improve employee engagement by developing and implementing programs that encourage employees to feel connected to the company and its goals. This may include things like team-building activities or rewards programs.

Greater Use of Data Analytics

Data analytics is becoming an increasingly important tool for businesses looking to improve their operations. By using data analytics, businesses can get a better understanding of how their customers think and what they want, which can help them make better decisions about product development and marketing.

As call center quality analysts, you will be in a position to use data analytics to improve the customer experience. This can include things like improving the way that calls are handled or finding ways to reduce customer wait times.

How to Become a Call Center Quality Analyst

A call center quality analyst career path can be a great way to start your career in customer service. As a call center quality analyst, you’ll be responsible for ensuring that the company is meeting its customers’ needs and expectations. This may include conducting surveys, interviews, and focus groups with customers; analyzing data; and making recommendations for improvement.

To become a call center quality analyst, you’ll need to have strong analytical skills and be able to think critically about problems. You should also be able to work independently and be comfortable with using technology.

Related: How to Write a Call Center Quality Analyst Resume

Advancement Prospects

Quality analysts who demonstrate exceptional performance may be promoted to quality assurance manager. In this role, they would be responsible for leading and coordinating a team of quality analysts. They would also develop and implement quality assurance policies and procedures. Quality assurance managers typically have several years of experience working as quality analysts.

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